I don't care
what you think, and management doesn't care what I think. You're just
wasting precious oxygen.
helpdesk, could I have your --"
Customer: "Do you realise how
long I've been waiting? You can't possibly realise or you wouldn't
have left me there that long!"
Operator: "I'm sorry to hear
that. Could I have --"
Customer: "This isn't the way a
company that's serious about customer service operates! I've been in
the customer service industry myself, and I know how things
Operator: "I understand, but just at the moment I'd
like to concentrate on the technical issue --"
you're short-staffed, hire more staff. It's a simple equation. You
might think you're saving money, but in the long run it's going to
cost you. Anyone who's studied business management should realise
Operator: (getting impatient) "Okay, I tell you what
-- next time the general director drops into the call centre to ask
me how to run the company, I'll tell him
Customer: (quietly) "...yes... well... attitude is
a big part of it, too."